Fixing the Fee Fog and Fine-Tuning PayPal

Enhancing P2P Transaction Experience through Transparent Fee Previews and Improved Payment Navigation

ROLE

UI/UX Design

TEAM

2 Product Designers

INDUSTRY

Finance

YEAR

3 Weeks Nov 2024

MENTOR

Marzieh Nadali

ROLE

UI/UX Design

TEAM

2 Product Designers

INDUSTRY

Finance

Duration

3 Weeks Nov 2024

Company

Marzieh Nadali

OVERVIEW

PayPal's P2P transactions are plagued by issues that create confusion, hinder trust, and lead to frustration and drop-offs.

OBJECTIVES

Increase user satisfaction
Encourage users to utilise P2P services more frequently
Boosting overall platform engagement and customer retention

METHODES

User Interviews
Competitive analysis
Affinity Diagram
Persona
HMW
Crazy 8
Impact-Effort Matrix
User Feedback

IMPACT

We focused on improved fee transparency, efficiency, and user confidence in PayPal transactions.

67% Increase in User Satisfaction: Experience rating rose from 5.2/10 to 8.7/10.
100% Fee Comprehension: All users correctly identified transaction costs before confirmation (up from 30%).

INTRODUCTION

It all started with a question when I wanted to pay my mentor. ”Do you mind if I pay another way? PayPal is so confusing!”

That was the moment I stopped and asked myself, why don’t I like PayPal? This simple question sparked a deeper curiosity: Was it just me, or were others struggling with PayPal too?

social activists

Insurance companies

Rehab Centers

Hospitals

Suppliers

Media

Scholars

Indirect stakeholders

Doctors

Municipalities

The government

SCI Families

SCI patients

direct stakeholders

SCI Partners & Caregivers

core Stakeholders

Together with my fellow designer, we began questioning what was behind this frustration, leading us to step back and explore the bigger picture—the root problem.

PROBLEM

PayPal's P2P transactions are plagued by issues that create confusion, hinder trust, and lead to frustration and drop-offs.

According to our research, users face challenges that erode trust and usability, resulting in transaction frustration and lower engagement.

"The partner had to cope with the shock, support the injured partner during the institutionalized rehabilitation, and struggle to make their relationship and life together function again."

"They were struck by the brutal fact that their partner had been seriously injured, and their own needs faded into the background."

"The partners experienced much distress and appreciated the support they got but felt that they were mainly left to manage the difficult process on their own."

(Johnson et al.)

WHAT IS THE PROBLEM IMPORTANT?

PayPal's usability issues are driving users away, damaging its reputation, and amplifying frustration in public discussions.

By optimizing these elements, PayPal can increase user satisfaction, improve transaction completion rates, and encourage users to utilize P2P services more frequently, ultimately boosting overall platform engagement and customer retention.

WHAT IS THE PROBLEM IMPORTANT?

Who said so?

Credible Websites

Weakening Network Effects

PayPal's platform's value is influenced by network effects, with increased user participation boosting its value, while decreased user participation can lead to a downward spiral.

User Base Decline in 2024

As of Q2 2024, there are 429 million PayPal users worldwide, marking a fractional 0.5% annual decrease.

Declining User Retention

32% of customers would stop doing business with a brand they love after a single bad experience.

Voices of frustration on Twitter

Let’s validate our assumptions.

Process

+6 user interviews revealed the difficulty of use and lack of transparency when making P2P transactions.

Themes started to emerge after we mapped all the insights. These were the most shown themes, which gave us solid ground to further plan our process.

User1:

Some of its options are not clear at all and not easy to find at first, like the request button, send again, and PayPal balance on the home page.

User 1:

Some of its options are not clear at all and not easy to find at first, like the request button, send again, and PayPal balance on the home page.

User 1:

Some of its options are not clear at all and not easy to find at first, like the request button, send again, and PayPal balance on the home page.

User 2:

I believe It is messy! There is a lot of possibility of doing a wrong transaction on the app, much more than other finance apps.

User 2:
I believe It is messy! There is a lot of possibility of doing a wrong transaction on the app, much more than other finance apps.

User2:

I had money transferred that was $10, but for some reason I got a fee for it. Why did I get a fee? I never got fees before.

User 2:
I had money transferred that was $10, but for some reason I got a fee for it. Why did I get a fee? I never got fees before.

User 5:

I am not so satisfied with PayPal. It does have too much info on it and makes it very confusing.

User 5:
I am not so satisfied with PayPal. It does have too much info on it and makes it very confusing.

Intuitive Process

Users find it difficult to locate key features like "Add Money" or Send/Request due to complex navigation. Users seem to find their prone due to confusing category errors and unclear information architecture.

Fee Transparency

Users face confusion and frustrations with unclear and excessive transaction fees and conversion rates. Which shows lack of transparency around fees.

Flexible Payment Scheduling

Users need more flexibility and control over their payments, specifically the ability to schedule future transactions.

Discover

There are two types of users using PayPal for P2P transactions: one is frequent users seeking efficiency, and the other is infrequent users seeking transparency based on gathered insights.

Archetype 1
Frequent User Seeking Efficiency
Using PayPal to handle payments with international clients, Mia, a freelance graphic designer, efficiently manages her money.
Though tech-savvy, Mia sometimes struggles with transaction fee and currency rate clarity. Her correct billing and her openness with her clients depend on this clarity, which also helps to ensure that no unanticipated costs erode their trust. She utilizes PayPal not just to accept client payments, but also to manage recurrent costs such as office and flat rent, as well as payments to her accountant and assistant.
Pain Points
😵‍💫 💲 ➕ Confusing fees
Mia sometimes feels lost when PayPal deducts fees for international transfers. The breakdown of costs, such as conversion fees, isn't always clear, causing her to underestimate her income.
😥 💶 Inefficient exchange process
complicates Mia's ability to determine her exact income from international projects, leading to challenges in financial planning and client negotiations.
😣 📆 Time-Consuming Recurring Payments
Managing her recurring expenses, like scheduling rent and paying her accountant or assistant, requires manual effort that interrupts her productivity.
Needs & Wants
📆 Automated Recurring Payments
Mia needs a feature to automate payments for her recurring expenses, such as rent, accountant fees, and assistant payments, so she can focus on her work without worrying about missed deadlines or manual transactions.
🔦 💲 ➕ Clear Fee Structure
Mia wants transparency about transaction fees, especially for international payments, so she can accurately invoice clients without losing out on fees.
🔦 💷 💶 Transparent exchange rate
Mia requires transparent exchange rates for her international projects to accurately determine her exact income. Enabling her to manage client’s payments with minimal effort.
🍰 Ease of use
As someone who juggles multiple projects, she needs PayPal to be fast and streamlined, allowing her to complete transactions quickly with minimal steps. She values a smooth, hassle-free experience that saves time and enhances productivity.

Archetype 1
Frequent User Seeking Efficiency
Using PayPal to handle payments with international clients, Mia, a freelance graphic designer, efficiently manages her money.
Though tech-savvy, Mia sometimes struggles with transaction fee and currency rate clarity. Her correct billing and her openness with her clients depend on this clarity, which also helps to ensure that no unanticipated costs erode their trust. She utilizes PayPal not just to accept client payments, but also to manage recurrent costs such as office and flat rent, as well as payments to her accountant and assistant.
Pain Points
😵‍💫 💲 ➕ Confusing fees
Mia sometimes feels lost when PayPal deducts fees for international transfers. The breakdown of costs, such as conversion fees, isn't always clear, causing her to underestimate her income.
😥 💶 Inefficient exchange process
complicates Mia's ability to determine her exact income from international projects, leading to challenges in financial planning and client negotiations.
😣 📆 Time-Consuming Recurring Payments
Managing her recurring expenses, like scheduling rent and paying her accountant or assistant, requires manual effort that interrupts her productivity.
Needs & Wants
📆 Automated Recurring Payments
Mia needs a feature to automate payments for her recurring expenses, such as rent, accountant fees, and assistant payments, so she can focus on her work without worrying about missed deadlines or manual transactions.
🔦 💲 ➕ Clear Fee Structure
Mia wants transparency about transaction fees, especially for international payments, so she can accurately invoice clients without losing out on fees.
🔦 💷 💶 Transparent exchange rate
Mia requires transparent exchange rates for her international projects to accurately determine her exact income. Enabling her to manage client’s payments with minimal effort.
🍰 Ease of use
As someone who juggles multiple projects, she needs PayPal to be fast and streamlined, allowing her to complete transactions quickly with minimal steps. She values a smooth, hassle-free experience that saves time and enhances productivity.

Archetype 1
Frequent User Seeking Efficiency
Using PayPal to handle payments with international clients, Mia, a freelance graphic designer, efficiently manages her money.
Though tech-savvy, Mia sometimes struggles with transaction fee and currency rate clarity. Her correct billing and her openness with her clients depend on this clarity, which also helps to ensure that no unanticipated costs erode their trust. She utilizes PayPal not just to accept client payments, but also to manage recurrent costs such as office and flat rent, as well as payments to her accountant and assistant.
Pain Points
😵‍💫 💲 ➕ Confusing fees
Mia sometimes feels lost when PayPal deducts fees for international transfers. The breakdown of costs, such as conversion fees, isn't always clear, causing her to underestimate her income.
😥 💶 Inefficient exchange process
complicates Mia's ability to determine her exact income from international projects, leading to challenges in financial planning and client negotiations.
😣 📆 Time-Consuming Recurring Payments
Managing her recurring expenses, like scheduling rent and paying her accountant or assistant, requires manual effort that interrupts her productivity.
Needs & Wants
📆 Automated Recurring Payments
Mia needs a feature to automate payments for her recurring expenses, such as rent, accountant fees, and assistant payments, so she can focus on her work without worrying about missed deadlines or manual transactions.
🔦 💲 ➕ Clear Fee Structure
Mia wants transparency about transaction fees, especially for international payments, so she can accurately invoice clients without losing out on fees.
🔦 💷 💶 Transparent exchange rate
Mia requires transparent exchange rates for her international projects to accurately determine her exact income. Enabling her to manage client’s payments with minimal effort.
🍰 Ease of use
As someone who juggles multiple projects, she needs PayPal to be fast and streamlined, allowing her to complete transactions quickly with minimal steps. She values a smooth, hassle-free experience that saves time and enhances productivity.

Archetype2
Infrequent User Seeking Transparency
Michael, a concerned dad, sends money to his daughter overseas using PayPal.
He finds PayPal’s confusing procedures difficult to understand. He wants a platform that is easy to use, has clear fees, and has clear security features so that transfers are easy and safe.
Pain Points
😵‍💫 🧭 Confusing Processes
Michael finds PayPal overwhelming sometimes, with too many options and complicated navigation paths that makes the transaction a headache for him.
😥 💲 ➕ Unclear Transaction Fees
He struggles with hidden fees or unclear exchange rates, which can cause anxiety about how much money will actually reach his daughter.
🥺 🚨 Security Concerns
Michael is not used to online transactions, leaving him unsure if his money is truly safe. This uncertainty makes the entire process of transferring funds more stressful than necessary for him.
Needs & Wants
🍰 Ease of Use
Michael wants simple, straightforward . Complicated processes confuse him and lead to frustration. He prefers services that require minimal steps to complete transactions.
💸 Transaction fee clarity
He needs complete transparency with no hidden fees or unexpected charge so he can ensure his daughter receives the right amount needed.
🔐 Security
Michael needs a platform with clear and organized categories to avoid confusion. A straightforward design that allows him to find what he needs quickly is essential for getting his job done without frustration.

Archetype2
Infrequent User Seeking Transparency
Michael, a concerned dad, sends money to his daughter overseas using PayPal.
He finds PayPal’s confusing procedures difficult to understand. He wants a platform that is easy to use, has clear fees, and has clear security features so that transfers are easy and safe.
Pain Points
😵‍💫 🧭 Confusing Processes
Michael finds PayPal overwhelming sometimes, with too many options and complicated navigation paths that makes the transaction a headache for him.
😥 💲 ➕ Unclear Transaction Fees
He struggles with hidden fees or unclear exchange rates, which can cause anxiety about how much money will actually reach his daughter.
🥺 🚨 Security Concerns
Michael is not used to online transactions, leaving him unsure if his money is truly safe. This uncertainty makes the entire process of transferring funds more stressful than necessary for him.
Needs & Wants
🍰 Ease of Use
Michael wants simple, straightforward . Complicated processes confuse him and lead to frustration. He prefers services that require minimal steps to complete transactions.
💸 Transaction fee clarity
He needs complete transparency with no hidden fees or unexpected charge so he can ensure his daughter receives the right amount needed.
🔐 Security
Michael needs a platform with clear and organized categories to avoid confusion. A straightforward design that allows him to find what he needs quickly is essential for getting his job done without frustration.

Archetype2
Infrequent User Seeking Transparency
Michael, a concerned dad, sends money to his daughter overseas using PayPal.
He finds PayPal’s confusing procedures difficult to understand. He wants a platform that is easy to use, has clear fees, and has clear security features so that transfers are easy and safe.
Pain Points
😵‍💫 🧭 Confusing Processes
Michael finds PayPal overwhelming sometimes, with too many options and complicated navigation paths that makes the transaction a headache for him.
😥 💲 ➕ Unclear Transaction Fees
He struggles with hidden fees or unclear exchange rates, which can cause anxiety about how much money will actually reach his daughter.
🥺 🚨 Security Concerns
Michael is not used to online transactions, leaving him unsure if his money is truly safe. This uncertainty makes the entire process of transferring funds more stressful than necessary for him.
Needs & Wants
🍰 Ease of Use
Michael wants simple, straightforward . Complicated processes confuse him and lead to frustration. He prefers services that require minimal steps to complete transactions.
💸 Transaction fee clarity
He needs complete transparency with no hidden fees or unexpected charge so he can ensure his daughter receives the right amount needed.
🔐 Security
Michael needs a platform with clear and organized categories to avoid confusion. A straightforward design that allows him to find what he needs quickly is essential for getting his job done without frustration.

develop & deliver

Simplify the fee breakdown for PayPal users so that they can quickly understand the total costs before completing a transaction?

Simplify the navigation process so that users can quickly access the most important functionalities?

Increase the flexibility users have when managing their future transactions?

Develop

Competetive Analysis

Competitive analysis indicates that PayPal falls short in terms of fee transparency, ease of use, feature set, and user engagement when compared to modern fintech apps such as Revolut, Wise, and Skrill.

To address the problems we identified, we analyzed popular fintech apps used for P2P transactions, such as Revolut, Wise, & Skrill.
Here are the summaries and in detail analysis of them.

Fee Transparency

Transparency is a cornerstone of user trust, but PayPal lags behind competitors in this area. Revolut, for example, enhances transaction transparency through:

Clear fee breakdowns before and after transactions.
Order reviews, which give users confidence in their decisions.

Ease of Use & IA

Competitors like Revolut & Skrill prioritize core functions such as "Add Money," "Transfer," and "Exchange" on their home screens.

In contrast, PayPal’s structure places these features deeper within menus, hindering ease of use for frequent transactions.

Missing Features

Several features offered by competitors stand out as opportunities for PayPal to improve. One is the option to schedule payments. Competitors support scheduling with user-friendly controls, reducing the need for manual management.

Engagement

Engagement and security go hand in hand in competitor apps, which employ:

Micro-interactions and visual security cues that reassure users throughout the transaction process.
In-app chat features for real-time support, enhancing the feeling of safety and reliability.

Revolut- Transparent, smooth payments

Revolut simplifies transactions with real-time exchange rates, clear fee breakdowns. Key actions like "Add Money" and "Exchange" are prominently placed, reducing friction.

Direct access to core features

Revolut's hierarchical structure ensures that key actions (Add Money, Exchange) are easily at reach.
Contact search is versatile and dynamic, offering categorisation and search by multiple identifiers (phone, @username, email).

Fee & Exchange rate Transparency

Revolut only presents fees at the point of transaction, keeping the interface uncluttered while ensuring that fees are clearly broken down before confirmation.
The order review step reinforces trust by ensuring users understand the total amount, fees, and conversion rates.

Real-time exchange rates are displayed upfront, helping users make informed currency exchanges.

Recent transactions are immediately accessible, allowing users to review payments without deep navigation.

Scheduled payments are available directly in the transaction flow, with pause, repeat, and cancel options.

flexible transaction management

Wise- Trustworthy and Transparent Transactions

Easy Access to core Actions

Wise's homepage structure ensures that key actions (Send, Request, Add Money) and the most needed functionalities are easily within reach.

No surprises at checkout with clear and upfront fees.

Deductibles and fees are displayed at every stage, reinforcing trust and eliminating uncertainty. Whether it’s currency exchange, transfer fees, or payment breakdowns, Wise makes sure the user never encounters hidden costs.

Increased user awareness prior to, during, and after the transaction

Skrill-Transaction-Focused Experience

Skrill offers a transaction-focused experience that prioritizes fee transparency, currency exchange, and quick financial actions.

Core Actions Placement

Key financial actions (Add Money, Transfer, Exchange) are prominently displayed at the top of the homepage, reducing friction.

Clarity with Colours and Labels

Well-placed labels and use of color contrasts (“Instant,” “Free,” “Fee 2%”) ensure immediate clarity on transfer terms.
Wise also uses color contrast to highlight important notifications, resulting in less friction and ambiguity.

Revolut- Transparent, smooth payments

Revolut simplifies transactions with real-time exchange rates, clear fee breakdowns. Key actions like "Add Money" and "Exchange" are prominently placed, reducing friction.

Direct access to core features

Revolut's hierarchical structure ensures that key actions (Add Money, Exchange) are easily at reach.
Contact search is versatile and dynamic, offering categorisation and search by multiple identifiers (phone, @username, email).

Fee & Exchange rate Transparency

Revolut only presents fees at the point of transaction, keeping the interface uncluttered while ensuring that fees are clearly broken down before confirmation.
The order review step reinforces trust by ensuring users understand the total amount, fees, and conversion rates.

Real-time exchange rates are displayed upfront, helping users make informed currency exchanges.

Recent transactions are immediately accessible, allowing users to review payments without deep navigation.

Scheduled payments are available directly in the transaction flow, with pause, repeat, and cancel options.

flexible transaction management

Revolut- Transparent, smooth payments

Revolut simplifies transactions with real-time exchange rates, clear fee breakdowns. Key actions like "Add Money" and "Exchange" are prominently placed, reducing friction.

Direct access to core features

Revolut's hierarchical structure ensures that key actions (Add Money, Exchange) are easily at reach.
Contact search is versatile and dynamic, offering categorisation and search by multiple identifiers (phone, @username, email).

Fee & Exchange rate Transparency

Revolut only presents fees at the point of transaction, keeping the interface uncluttered while ensuring that fees are clearly broken down before confirmation.
The order review step reinforces trust by ensuring users understand the total amount, fees, and conversion rates.

flexible transaction management

Real-time exchange rates are displayed upfront, helping users make informed currency exchanges.

Recent transactions are immediately accessible, allowing users to review payments without deep navigation.

Scheduled payments are available directly in the transaction flow, with pause, repeat, and cancel options.

IMPACT EFFORT MATRIX

Now is the time to ideate on possible solutions within our time and abor resources constraints.

Now is the time to ideate on possible solutions within our time and labor resources constraints.

FINAL DESIGN

Improving Clarity, Navigation, and User Control

The new homepage simplifies navigation by placing key financial actions—Transfer, Exchange, and Add Money—at the centre of the screen.

Old Homepage

❝ Some options feel buried inside menus—I just want to send money quickly. ❞

❝ On PayPal, some options are not clear at all and are not easy to find at first, like adding to my balance or exchange rates when sending internationally. ❞

❝ I have ADHD and I have problems finding options on this app a lot. It takes too long to find what I need, especially when I’m in a hurry. ❞

The homepage was cluttered with "Send Again" suggestions and promotional banners (e.g., "Refer a friend").

Essential features like "Add Money" and "Exchange" were missing from the homepage.

The balance was shown, but with no alerts or guidance for next steps.

New Homepage

Key payment actions (Transfer, Exchange, Add Money) are prominently displayed at the top, reducing friction.

Alerts provide proactive notifications for users to manage their balance.

The homepage is cleaner, with a focus on transactions rather than promotions.

Old Payment screen

❝ I wish I didn’t have to see the profile and photo of people I sent money to once a year ago—it makes it hard to focus on what I need to do.❞

❝ At first, I was really confused about how to do transactions, but after a while, it became easier. It shouldn’t take this long to figure out.❞

The navigation was cluttered, with a mix of frequent contacts and payment options displayed in a less structured way.

The “More Options” section made core actions feel secondary.

New Payment screen

We organized options more clearly. Payment actions like "Send," "Bill," "Give," and "Request" are tabbed at the top, making it easier for users to find and switch between different payment methods

Icon colors are changed to reduce distractions, and layout changes help reduce cognitive load.

Enhancing Fee Visibility & Transparency To Avoid Surprises

For many PayPal users, transaction costs felt like a guessing game. Fees were often buried in the process, only appearing at the final step, leaving users frustrated and unsure of the total amount they would be charged. Without a clear breakdown, users lacked control over their payment choices, sometimes unknowingly selecting options with higher fees.

Our redesign changes that by surfacing fee details at multiple touchpoints—during payment method selection, transaction review, and confirmation—ensuring users stay informed every step of the way. Now, users can compare costs upfront, avoid surprises, and make confident financial decisions with ease.

❝ I just had money transferred that was $10, but for some reason I got a fee for it. Why did I get a fee? I never got fees before. ❞

❝ Trying to send 120 pounds to England, but the app kept asking for extra money due to unclear fees.❞

Unclear fee in the Old design

Fee clarity in the new design

We surfaced the fee breakdown at multiple points throughout the transaction process to ensure users are continuously aware of the cost.

From selecting the payment method to the final review screen, fees are clearly displayed—including PayPal fees, exchange rates, and total payment amount.

Users can compare different payment methods and their associated costs before proceeding.

Old send money screen

❝ Sometimes I don’t realize I need to add money until the last step. ❞

The original design only allows the user to enter an amount with a small currency selector next to it. The exchange rate is only visible later in the process.

The screen doesn’t show the user’s available balance, making it unclear whether they need to add funds.

New Send money screen

The redesigned screen shows both the sender’s and recipient’s currency right from the start, along with the exchange rate. This prevents surprises about conversion rates later in the flow.

Our design displays the PayPal balance directly below the amount field, making it easy to see if a top-up is needed.

Clarifying Exchange Rates: Removing the Uncertainty in Currency Conversion

Understanding exchange rates shouldn’t need a blind trust. In the previous design, users saw only the current exchange rate at the moment of transaction, without any historical context or clear differentiation between conversion fees and actual rates. This lack of transparency led to confusion and discrepancies in the final transaction amount.

With our updated design, users now have access to real-time exchange rate trends. Additionally, we’ve separated exchange rate fees from transaction costs, making it clear how much users are paying for the conversion itself. This helps users make informed decisions about when to send money, ensuring they get the best possible value.

❝ I did not know if the fee is from PayPal or the exchange rate itself.❞

❝ I don’t want to guess if it’s a good time to send money, I need to see how rates have changed before I decide.❞

The old screen (left) shows only the static exchange rate at the moment of the transaction. Users must trust that they are getting a fair rate without any context.  

The redesigned screen introduces a graph displaying historical exchange rate trends, giving users insight into fluctuations over time (weekly, monthly, and annually).

Users only see the exchange rate without a clear indication of how it affects fees or the final amount.

The new version explicitly separates the exchange rate and any additional fees, ensuring users understand what they’re paying for.

Introducing A "Schedule Payments" Feature

what to write????

what to write????

❝ I wish there was a feature that allowed me to set up recurring payments, like paying someone every 5th of the month.❞

❝ It would be great if there was an option to schedule payments.❞

Some sections are still under construction. Thank you for your patience.

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The interface

A great fintech app feels secure, provides full financial clarity, and minimizes friction. If an app is trustworthy, clear, and efficient, users will engage with confidence—and keep coming back.
So I have learned that fintech apps MUST prioritize transparency without adding friction to the user experience.

Giving users more control over their financial experiences enhances engagement and ensures higher user satisfaction.

Users have different financial behaviors—some prefer speed, others prioritize control. A well-designed fintech app should adapt to different user needs.

The reduction of decision fatigue can be achieved by appropriate timing.

Financial decisions require confidence, but when too much information is presented at once, it can overwhelm users rather than empower them. Instead of forcing users to process everything upfront, breaking details into digestible, well-timed steps allows them to focus on what matters in the moment—whether it’s understanding fees, choosing the best payment method, or reviewing their final transaction.

Fintech products must continuously evolve to meet user expectations and remain competitive in a rapidly changing landscape.

While PayPal is a widely recognized platform, competitors like Revolut and Wise have set new standards, especially in fee transparency and frictionless transactions. It seems that PayPal excels in onboarding and user acquisition but struggles with user retention due to friction in navigation, hidden fees, and a lack of personalization.

The interface

Giving users more control over their financial experiences enhances engagement and ensures higher user satisfaction.

Users have different financial behaviors—some prefer speed, others prioritize control. A well-designed fintech app should adapt to different user needs.